Patient Experience Liaison

4 weeks ago

Phoenix, Arizona, United States ARIZONA ARTHRITIS & RHEUMATOLOGY ASSOCIATES Full time
Job Summary

Arizona Arthritis & Rheumatology Associates, P.C. is seeking a highly skilled Bilingual Patient Experience Advocate to join our Patient Experience Team. This role will play a vital part in ensuring that our Spanish-speaking patients receive exceptional care and support.

The ideal candidate will possess excellent communication skills, both written and verbal, and be fluent in English and Spanish. They will be responsible for interpreting and communicating with patients via video conference, phone, and email, as well as providing real-time translation between patients and care teams during visits.

Additional responsibilities will include answering incoming calls, placing outbound calls, exchanging electronic messages, and providing other translations for English and Spanish. The successful candidate will prioritize the answering of inbound calls, which may include speaking to patients, insurance companies, outside providers, and other callers into the practice.

**Key Responsibilities:**

  • Spanish/English language interpretation for Providers and Patients via video conference, phone, and written communications
  • Answer inbound/place outbound calls in Spanish and English to patients
  • Answer incoming calls for the practice in a polite and professional manner, following department Customer Service guidelines
  • Conduct all calls with patience, empathy, and understanding while using sound judgment, especially with upset callers
  • Act as a liaison between the patient and their Care Team in clinic
  • Schedule patients for Provider, lab, X-ray, and DEXA appointments
  • Assist patients with general practice information, such as directions and appointment confirmations
  • Assist patients with Patient Portal enrollment and troubleshooting
  • Send messages to Administrative Medical Assistants for medication refills, clinical questions, prior authorizations, complaints, etc.
  • Ensure all messages are sent with the appropriate level of detail
  • Follow all department processes and procedures as trained
  • Enter insurance information and complete eligibility checks
  • Place outbound calls to patients as needed for scheduling, rescheduling, appointment cancellations, and to correct any errors made by the employee
  • Discuss practice policies with patients, such as No Show, Cancellation, and No Dr Transfer
  • Assist with downtime tasks, such as mail processing, interpreter scheduling, voicemails, and answering service messages
  • Communicate effectively and professionally with all internal customers, including Providers, Medical Assistants, front desk staff, and Management

**Requirements:**

  • Ability to comfortably interpret between English and Spanish
  • 1+ year of Call Center or relevant administrative experience
  • 2+ years of Customer Service experience
  • Written and verbal communication skills
  • Interpersonal skills
  • Basic email/Microsoft Office/computer skills
  • MUST RESIDE IN THE PHOENIX METROPOLITAN AREA

Learn more about AARA on our website at http://azarthritis.com

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